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Reviews

1.7

163 reviews
5
(21)
4
(5)
3
(6)
2
(6)
1
(125)
  • Value for Money
    1.2 (19)
  • Transparency
    1.1 (18)
  • Customer Service
    1.1 (22)
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NDS

NDSSydney, NSW

Very price orientated Insurer and NO loyalty or incentive considerations for the Customer

published
Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeNo
See all answers
1 comment
CGU
Care TeamCGU

3 months without car because of minor damages under $ 3000

published

My car was stolen and when it was recovered it was towed to CGU's authorised repairer - 40kms from the city in an area with no accessible transport. After 12 weeks and weekly phonecalls to ask for progress reports I finally get my car back. 12 weeks- must have been a lot of damage I hear you ask? The damage bill totalled $2600, mostly paint for some scratches and new keys. So for 1/4 of the year I had no car and no compensation. Worst insurance company I've ever had the misfortune to deal with.

Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time3+ months
Claim DateFebruary 2020
Claim ApprovedYes
Car ModelToyota RAV4
See all answers
1 comment
CGU
Care TeamCGU
Hazem

HazemGreater Melbourne (Inner), VIC

Terrible

published

My parked car got hit by an old man just before Christma, unluckily CGU happened to be the insurer for the old man. My insurer is waiting for them to acknowledge liability and pay for a straight forward incident, but never happened!
If you have any issue with these clowns regards the following:
-If you gave instructions and they weren’t followed.
-Where you dispute liability for a car accident or insurance excess.
-Delays in making a decision.

Try to make a complaint online directly to AFCA (Australian Financial Complaints Authority)

Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder No
Claim Resolution Time3+ months
Claim DateDecember 2019
3 comments
CGU
Care TeamCGU

Hey Hazem. Sorry to hear about your claim experience. If there is anything we can do to assist you, please send us a private message here or at our facebook page and we can contact claims on your behalf. Hope to hear from you soon ~ Lizzy

Hazem
Hazem

It's very simple guys!!! Just pay my insurer for the damage & close the claim so I can get my money that been held for over 3 months because of lack of communication.
Claim No: CGU192178846

CGU
Care TeamCGU

Hi Hazem, we have escalated your comments over to the claims team, thanks again.

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Courtney

CourtneySouth East Queensland, QLD

If I could give zero stars I would

published
Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time3+ months
Claim DateDecember 2019
Claim ApprovedNo
See all answers
1 comment
CGU
Care TeamCGU
Muhammad Alam

Muhammad AlamMetropolitan Adelaide, SA

WORST EVER

published

They are lazy, inefficient, liar and time killer. Keep me on hold everyday for 20/30 mins and nobody talks to me finally. Such a rubbish company in Australia, can't believe it!

Insurance TypeCompulsory Third Party
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder No
Claim Resolution Time1-2 weeks
Claim DateFebruary 2020
Claim ApprovedYes
4 comments
CGU
Care TeamCGU
Muhammad Alam
Muhammad Alam
CGU
Care TeamCGU

Thanks for letting us know Muhammad, are you able to please PM us your claim details to Facebook & let us know you're from ProductReview so we can escalate it further - http://bit.ly/2pbDydv. ~Natalie

On hold for 3 hours

published
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time2-4 weeks
Claim DateJanuary 2020
Claim ApprovedYes
Car ModelAudi A4 B7
See all answers
2 comments
CGU
Care TeamCGU
Ruth Mendones
Ruth Mendones
Jeremy L.

Jeremy L.Greater Melbourne (Metropolitan), VIC

Horrendously Slow Claim Process!

published

Lodged a claim on 20th January for hail damage, was told the "partner" repairer will contact me within 24 hours to book for an assessment. 2 weeks later receive a call from repairer whilst i was having in a meeting and couldn't pick up. Try to call back repairers to no avail, as i keep hearing the automated message. Called CGU if they can help me book the assessment on my behalf they said no and apparently the best they can do is send an email to repairer which i already did and obviously repairers don't reply emails too. It's been one month my car have not been assessed for damages can't wait to see how long it takes to get my money back from CGU if my car gets written off.

Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim DateJanuary 2020
Claim ApprovedYes
See all answers
1 comment
CGU
Care TeamCGU

Hey Jeremy, thanks for letting us know about this, can you message our Facebook page with your claim number please facebook.com/cguinsurance and we will be happy to escalate your claim to the manager to get you some answers. Thanks. ~Kaz

moonster

moonster

  • 3 reviews

Poor customer service, family left high and dry, do not use CGU for Car Insurance

published
Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claim Resolution Time2-4 weeks
Claim DateJanuary 2020
See all answers
1 comment
CGU
Care TeamCGU
Graham C.

Graham C.Canberra 2600, ACT

Shocking experience avoid at all costs

published
Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time3+ months
Claim DateJanuary 2020
Claim ApprovedNo
Car ModelBMW 3 Series
See all answers
1 comment
CGU
Care TeamCGU
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Terrible lied to me many times. Complaints handed poorly.

published

Went through our bank for car insurance with CGU. This was a mistake. CGU are dishonest, slow, inefficient and apathetic. We are currently working through a claim. CGU for the most part won't communicate with us, referring us to the repairer. The repairer refers us back to CGU. Our car is likely to be written off, but no one will communicate when an assessment will be completed. Avoid CGU, we are in the process of pulling all our policies from them. Couldn't imagine the people who lost houses in fires with CGU are dealing with.

Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim ApprovedNo
See all answers
1 comment
CGU
Care TeamCGU
L.Le

L.LeGreater Melbourne (Inner), VIC

  • 2 reviews

Took 1 YEAR for 1 claims, and still on going troubles with court order!!! Worse insurance company ever!!!

published
Transparency
Customer Service
Value for Money
Insurance TypeThird Party Property Damage
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time3+ months
Claim DateFebruary 2019
Claim ApprovedNo
See all answers
3 comments
CGU
Care TeamCGU
L.Le
L.Le
CGU
Care TeamCGU
Istiaque A.

Istiaque A.Greater Melbourne (Outer), VIC

  • 2 reviews

Horrible in Handling Claim

published
Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time2-4 weeks
Car ModelToyota Camry ASV50R / AVV50R Hybrid H
See all answers
1 comment
CGU
Care TeamCGU

Hi Istaque, I am aware you have brought this to our attention on social media and know you have been in touch with us since posting this. I do hope you get the resolution you are after and apologies for the way we've left you feeling. ~Natalie

Gul

GulSydney, NSW

Liars!!!

published

I wouldn't give 1 star either. They never solve my problem and not even willing to solve the problem. I am waiting for more than 3 months to get fixed my car where the CGU's client at fault and CGU's response is "waiting for client's reply, so they can meet their obligations" and that "reply" is taking for that long and when I ask how long is going to take, they say "we don't know and we don't give time frame". Such a rip off company, liar, 0 customer service, lazy employees. You wait for at least 30 minutes to speak with the agent, when they answer your call, they even not apologatic, instead they are rude and never solve your problem. Not recommended, stay away from this company, hope they go for bankruptcy.

Transparency
Customer Service
Value for Money
Insurance TypeThird Party Property Damage
Plan covers drivers under 25No
Claim MadeYes
Claim Resolution Time3+ months
Claim DateOctober 2019
Car ModelToyota Prius C NHP10R
See all answers
1 comment
CGU
Care TeamCGU
D D.

D D.Greater Melbourne (Inner), VIC

Wow, these guys are really terrible!

published
Customer Service
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claim Resolution Time1-2 months
Claim DateDecember 2019
Claim ApprovedYes
See all answers
1 comment
CGU
Care TeamCGU

Worst Insurer due to claims process, painful nothing but hassles.

published
Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time2-4 weeks
Claim DateNovember 2019
Claim ApprovedNo
Car ModelFord Focus LZ (Hatchback)
See all answers
1 comment
CGU
Care TeamCGU
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Danny

DannySydney, NSW

Rubbish

published

Had a crash and now my car is sitting at home waiting for it to be towed and assessed and they still cant come after over a week so Im gonna tow it myself.

Insurance TypeComprehensive
Plan covers drivers under 25Yes
Claim MadeYes
Claimant is the policy holder Yes
1 comment
CGU
Care TeamCGU
anna

annaGreater Melbourne (Inner), VIC

  • 2 reviews
  • 2 likes

STAY AWAY FROM CGU

published

WARNING to steer away from CGU! Worst company ever! They will try and find any policy to try not to pay you what is rightfully yours. Even the top manager will fabricate his own policy to get away with not paying you and us workaholics cant afford expensive lawyers to fight against them. Do yourself and everyone else you know a favour - STAY AWAY.

Insurance TypeComprehensive, Compulsory Third Party, Third Party Property Damage, Third Party, Fire and Theft and Veteran, Vintage and Classic Vehicle
Plan covers drivers under 25Yes
Claim MadeNo
2 comments
CGU
Care TeamCGU
anna
anna

Thanks Natalie.

Horrible! Company that provides misleading information.

published

We have been with this insurance company for 3 years and it is only when it comes to being involved in a car crash that you realise how unreliable they are. Signed us up for insurance telling us that an under 25 driver was insured. When it has come time to claim a not at fault collision, it has been rejected because the cover had 'inexperienced driver' not 'age' as the excess. We were not explained this at the time of commitment.
Contacted the company and was told because the original conversation occurred in person, not over the phone there was no evidence/recording and that we essentially had no rights.
Company doesn't care about customers, only about dollars.
Wouldn't recommend to anyone.

Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder No
Claim Resolution Time<1 week
See all answers
1 comment
CGU
Care TeamCGU
Neb-Maat-Re

Neb-Maat-ReAU

  • 36 reviews

Bureaucratic, argumentative & unpleasant to deal with

published
Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeNo
See all answers
17 comments
CGU
Care TeamCGU
Neb-Maat-Re
Neb-Maat-Re
Neb-Maat-Re
Neb-Maat-Re
Karin

KarinDarwin, NT

Thank you for the prompt service

published

While customer service can be a little slow in responding (heavy workload possibly??) I am very happy with the value of the service provided to me. It's the first time I had to submit a claim and the outcome was excellent. Good repairer, good customer service by CGU in resolving the matter. Thank you!

Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time<1 week
Claim ApprovedYes
1 comment
CGU
Care TeamCGU

Hi Karin, thank you for the positive review. Let us know in the future if you ever need further assistance. ~ Jono

Page 1 of 9

Questions & Answers

DON18

DON18asked

Car Insurance

Hi there,
I understand that you're dealing with tens and thousands of claims due to unprecedented events recently. But I believe, there's no excuse when it comes to not resolving the problem on time. You guys have no patience when it comes to grabbing money from us. I pay over $2k for my AMG. I'm a disappointed customer just like thousands of others. I thought I was in the better hands due to the hefty premium I was paying. Now, I was wondering how long does it take to process a writeoff and replace my car with a new one with the current backlog? I need a genuine answer because I found a car to replace (same make, model & spec) and I'm happy to put a deposit until you sort out the payment for it. Please advise me correctly so I can work things out my way or else this won't get solved for months.

1 answer
CGU
Care TeamCGU

Hi Don, I unfortunately won't be able to answer that because every single claim is different. If you would like to me to escalate your claim and have someone call you about your write off vehicle can you please message us on Facebook http://bit.ly/2pbDydv and let us know you're from product review. ~Natalie

Ange

Angeasked

Car Insurance

How long does it take to receive a premium back credit? Is this payed by cheque or does it go into your account?

4 answers
CGU
Care TeamCGU

Hi Ange, thanks for the question. Can you confirm if you are asking about a refund from cancelling or amending a policy or a settlement from a claim? ~Natalie

Ange
Ange

Hi, a refund when canceling a policy.

CGU
Care TeamCGU

Thanks for confirming Ange, we can refund by bsb & account where possible otherwise it's a cheque. The refund can take anywhere from 3-10 days depending on the method chosen. ~Natalie

Dom T.

Dom T.asked

Car Insurance

Is there a branch where you can visit to talk to someone face to face?

1 answer
CGU
Care TeamCGU

Hi Dom, we don't have any branches to visit however if you click this link http://bit.ly/2pbDydv and message us there with your claim details we can have someone contact you to help. ~ Jono

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